Manage Lovi Skincare

How to cancel lovi skincare and get your refund in new zealand

What lovi skincare is and why you might want to cancel

Lovi Skincare is a subscription-based digital app that delivers personalised skincare routines, expert advice and downloadable content tailored to your skin type. The service runs on a membership model where you pay weekly, monthly or yearly for access to premium features through the app or website.

You might be cancelling because the app doesn't match your needs, you've found a better alternative, or you simply want to pause your subscription for now. Whatever your reason, Stopee is here to walk you through the cancellation process step by step so you don't lose money or get stuck with unwanted charges.

How lovi skincare subscriptions work

When you subscribe to Lovi, you gain access to Pro or Premium membership tiers depending on your billing cycle. You can purchase subscriptions directly through the Lovi website (lovi.care) or via the Apple App Store if you're an iOS user. The purchase method you choose determines how you cancel and whether you qualify for a refund, so it's important to know where your subscription came from before you start the cancellation process.

Why knowing your purchase source matters

If you bought your subscription on the Lovi website, you contact Lovi's support team directly to cancel and potentially claim a refund. If you bought via the Apple App Store, Apple controls your subscription billing and cancellation, not Lovi. This split in responsibility means your cancellation steps differ significantly depending on where you made your purchase.

Your consumer rights and what they mean for you

As a consumer in New Zealand, you're protected by the Consumer Guarantees Act 1993, which gives you the right to cancel services and receive refunds under specific circumstances. Stopee recommends understanding these rights before you contact Lovi, because they strengthen your position if the company refuses to process your cancellation or refund request.

Consumer guarantees act protections

Under New Zealand law, services like Lovi Skincare must be of acceptable quality, fit for purpose and delivered within a reasonable time. If you discover the app doesn't work as described, or you cancel within a reasonable period after purchase, you have grounds to request a full refund. Lovi's own refund policy aligns with this by offering a 30-day money-back guarantee for website purchases, but the Consumer Guarantees Act offers additional protection beyond that window if the service has failed to meet acceptable standards.

How to escalate if lovi refuses to cancel or refund

If Lovi's support team ignores your cancellation request or denies a refund you believe you're entitled to, you can escalate to the Commerce Commission (the New Zealand regulator for consumer protection) or file a dispute through your bank or payment processor. Stopee advises keeping copies of all emails and screenshots of your subscription details so you have evidence if you need to lodge a formal complaint.

Pricing and subscription tiers for new zealand customers

Lovi Skincare offers multiple subscription options at different price points, and New Zealand pricing varies depending on whether you buy through the website or the App Store.

Current pricing summary

Prices and promotional rates change regularly. Before you cancel, check your last receipt email or log into your Lovi account to see exactly what you're paying and when your renewal date is.

How to cancel lovi skincare in new zealand

Your cancellation process depends entirely on where you bought your subscription. Stopee has split the instructions into two clear paths to ensure you follow the right steps and don't accidentally leave your subscription active.

Cancel if you subscribed via the lovi website (lovi.care)

If you purchased your subscription directly from Lovi's website, you have two cancellation methods available. The first is fastest; the second gives you a record.

1. Use the money-back link directly
   • Visit lovi.care/money-back in your web browser.
   • Log in with the email address linked to your Lovi account.
   • Follow the on-screen prompts to cancel your subscription immediately.
   • Pro tip: This method cancels instantly and stops future charges before the next billing cycle.
2. Email Lovi support if the link doesn't work
   • Send an email to care@lovi.care with the subject line "Cancel my subscription".
   • Include your account email address, the date you purchased your subscription and a copy of your receipt (if you have it).
   • Lovi's support team typically responds within 3-5 business days.
   • Warning: Always include your order details so Lovi can find your account quickly and avoid delays.
3. Confirm cancellation
   • Check your email for a cancellation confirmation from Lovi.
   • Log back into your Lovi account to verify your subscription status shows as "cancelled".
   • Check your payment method (credit card or bank account) to confirm no new charges appear after your current billing period ends.

Cancel if you subscribed via the apple app store (iOS)

Apple controls all billing for App Store subscriptions, so Lovi cannot cancel your subscription for you. You must cancel directly through your iPhone or iPad settings. This process takes about 2 minutes.

1. Open your iPhone or iPad settings
   • Go to Settings > [Your Name] > Subscriptions.
   • Look for "Lovi Skincare" in the list of active subscriptions.
2. Cancel the subscription
   • Tap "Lovi Skincare".
   • Tap "Cancel Subscription".
   • Confirm your cancellation (Apple may offer a retention discount; you can accept or decline).
   • You'll see a confirmation message; your subscription ends on the date shown (usually at the end of your current billing period).
3. Request a refund directly from Apple (if eligible)
   • Visit reportaproblem.apple.com in your web browser.
   • Sign in with your Apple ID.
   • Find your Lovi Skincare charge and select "Report a Problem".
   • Choose "I would like a refund for this purchase" and explain why (e.g. "App didn't work as advertised" or "Charged unexpectedly").
   • Submit your request. Apple reviews refund requests within 5-10 business days, but timelines vary.
4. Warning: Uninstalling the Lovi app does NOT cancel your subscription. You must use the Apple Subscriptions menu or Apple's refund system; otherwise, charges will continue.

What happens after you cancel your lovi skincare subscription

Cancelling is one thing; understanding what comes next is just as important. Here's what to expect in the days and weeks after you submit your cancellation request.

How your access changes after cancellation

When you cancel, your subscription typically remains active until the end of your current billing period. For example, if you cancel on the 15th of the month but your next charge was due on the 30th, you'll have access to Lovi's premium features until the 30th. After that date, your account reverts to the free tier (if available) and you lose access to Pro or Premium features.

Pro tip: If you want to preserve your skincare routine notes before losing premium access, download or screenshot them before your cancellation date arrives.

Preventing unwanted charges

Once you cancel, Lovi or Apple will not charge you again automatically. However, monitor your bank or credit card statements for 5-7 days after your cancellation date to confirm no unexpected charges appear. If you see a charge after cancellation, contact Lovi (care@loli.care) or Apple immediately with your cancellation confirmation as evidence.

Your account data and deletion

Your account information, profile settings and skincare routine history remain on Lovi's servers even after you cancel, unless you specifically request deletion. If you're concerned about privacy or simply want a clean break, email care@lovi.care and ask for full account deletion. Lovi should acknowledge your deletion request within 10 business days.

Refund eligibility and how to claim your money back

Not every cancelled subscription qualifies for a refund, but you have more options than you might think. Stopee breaks down exactly when you can claim money back and how to push for it if Lovi initially refuses.

Refunds for lovi website purchases

If you bought your subscription directly from lovi.care, you're eligible for a refund if you request it within 30 days of purchase. This is Lovi's standard money-back guarantee (current as of August 2024). Refunds are processed to your original payment method (credit card or bank account) within 14 days of approval.

Important: Lovi's refund policy generally excludes partial refunds for partially used periods. If you've used the subscription for 10 days out of a 30-day month, you typically cannot claim a pro-rata refund for the remaining 20 days.

Refunds for apple app store purchases

Apple handles all refund requests for App Store purchases. You cannot contact Loli for an App Store refund; you must go directly to Apple via reportaproblem.apple.com. Apple reviews refund requests individually and may approve refunds even beyond 30 days if you can demonstrate the app failed to work as described or was charged without your authorisation.

Non-refundable items

Even if you cancel within 30 days, the following purchases are non-refundable:

• Lifetime subscriptions (one-off permanent purchases).
• Gift card purchases.
• Downloadable workbooks or content packs (once downloaded, they cannot be returned).

If you purchased a lifetime subscription expecting to cancel later, you cannot recover that money, so consider carefully before committing to multi-year or lifetime plans.

Common mistakes that delay or block your cancellation

Cancelling a subscription should be straightforward, but small errors often cause delays, missed refunds or accidental re-billing. Stopee has seen it all, and we want to help you avoid these pitfalls.

Uninstalling the app instead of cancelling your subscription

This is the number one mistake. Removing the Lovi app from your phone does nothing to cancel your subscription. Apple or Lovi's servers still hold your active subscription, and your next charge will go through automatically. You must use the proper cancellation method (the money-back link, the Subscriptions menu, or email) to actually stop charges.

Forgetting which platform you used to buy your subscription

If you can't remember whether you bought via Loli's website or the App Store, check your email for your original receipt. Website purchases mention lovi.care; App Store purchases say "Apple Media Services". Once you identify the correct platform, follow the matching cancellation steps. Contacting the wrong company wastes time and delays your cancellation.

Missing the 30-day refund window for website purchases

Lovi's 30-day money-back guarantee is strict. If you request a refund on day 31, they may deny it. Mark your purchase date in your phone calendar and submit your refund request well before the deadline. Pro tip: Request your refund at the same time you cancel to avoid confusion and missed deadlines.

Not keeping cancellation confirmation emails

Always save your cancellation confirmation email or screenshot the cancellation confirmation screen. If Loli accidentally re-bills you or disputes your refund request, you'll need proof that you cancelled on a specific date. Stopee recommends creating a folder in your email called "Cancellations" where you keep all confirmations for future reference.

Pricing and refund comparison table

Use this table to quickly see whether your subscription type is refundable and what timeline applies.

Cancellation checklist for new zealand customers

Before you hit send on your cancellation email or tap "Cancel Subscription" on your phone, run through this checklist. It takes 30 seconds and prevents costly mistakes.

• Locate your receipt email from when you originally purchased the subscription.
• Identify your purchase source: Did you buy on lovi.care or the Apple App Store?
• Note your purchase date and the date you're requesting cancellation (for the 30-day refund window).
• Check your account email address - the one you signed up with, not a different one.
• If using the Lovi website: Try the money-back link first (lovi.care/money-back); if it doesn't work, email care@lovi.care.
• If using Apple App Store: Go to Settings > [Your Name] > Subscriptions > Lovi > Cancel Subscription.
• Screenshot or save your cancellation confirmation.
• Set a phone reminder for 7 days after your cancellation date to check your bank statement and confirm no new charges appear.
• If you want a refund: Request it within 30 days of your original purchase date.

Contact information and where to send your cancellation request

Stopee recommends keeping these details handy as you work through your cancellation.

Lovi skincare support and billing

For all website cancellations and refund requests:

• Email: care@lovi.care
• Money-back link: lovi.care/money-back
• Expected response time: 3-5 business days

For App Store cancellations and refunds, contact Apple directly via reportaproblem.apple.com.

Escalation contacts if lovi refuses to cancel or refund

If Lovi's support team doesn't respond within 5 business days or denies a refund you believe you deserve, escalate to:

• Commerce Commission (New Zealand): consumerprotection.govt.nz or phone 0800 926 635.
• Your bank or payment provider: File a dispute or chargeback if Lovi refuses a refund and you have evidence the cancellation was legitimate.

Why you should use stopee to manage your cancellations

Cancelling subscriptions manually is time-consuming, confusing and easy to get wrong. That's exactly why Stopee exists. Our platform automates the cancellation process for hundreds of services, including Lovi Skincare, so you don't have to hunt down support emails, navigate tangled app menus or miss refund deadlines.

Stopee has helped thousands of consumers cancel unwanted subscriptions, recover refunds and take control of their spending. Whether you're cancelling one service or managing multiple subscriptions across different platforms, Stopee removes the friction and ensures you get the best outcome every time.

Visit Stopee today and let us handle the hard work for you. Your money, your time and your peace of mind are worth it.